CRM Advisor in London

Place of work: Harrods, London

Job Type: Full-time

Job purpose: As a Client Advisor, you are passionate about the world of beauty and cosmetics and ready to become the custodian of the brand's valuable heritage and legacy, sharing the vision, values, and mission guiding the Client into the world of the Brand. You take responsibility for meeting your personal sales goals and you are driven to contribute to the success of the Store. You ensure an exceptional Client experience, placing the Client first and fostering valuable relationships. You foster brand loyalty and turn each Client's visit into an unforgettable luxury shopping experience. You are a reliable team player, providing continuous support to both your colleagues and management, while performing all tasks and responsibilities tied to your department.

Responsibilities:

• Consistently reach and exceed personal and store sales target, both on a monthly and annual basis, while elevating and assisting in business growth.
• Implement business strategies following the guidance of the Store Manager, while staying informed about the performance of the Store.
• Achieve and exceed personal KPI objectives by providing outstanding customer service and ensuring the highest standards of sales quality.
• Deliver a superior customer service experience by surpassing their expectations, displaying in-depth knowledge of the products and Santa Maria Novella heritage and history, in accordance with the sales standards.
• Take initiative to maximize all cross-selling opportunities by using every product range available in the store.
• Place the Client first by fostering a welcoming atmosphere, offering friendly and professional assistance, and addressing all their needs and requests.
• Collect valuable Client information using the Company's tools (CRM) to engage with them, establish relationships, and tailor future Client development opportunities.
• Ensure outstanding Client satisfaction and outstanding Client service by implementing the "Brand Selling Ceremony".
• Adopt and encourage the Omni Channel approach.
• Develop and sustain extensive knowledge of the luxury beauty and cosmetic industry by staying updated on beauty trends and monitoring industry competitors.
• Consistently work to stay current with information on product details, sales methods, Client Services, and Company guidelines and protocols.
• Handle Client inquiries, issues, and returns with professionalism and effectiveness liaising with the store manager when necessary.
• Collaborate and engage effectively with colleagues, promote open and constructive dialogue, to ensure a consistently outstanding experience and contribute to a positive work atmosphere.
• Follow security procedures in the store to ensure safety of Client, staff and merchandise.
• Assist in maintaining the presentation of all products in line with Santa Maria Novella's visual guidelines.
• Assist in the daily management of the store by keeping the understock and stock room tidy and orderly.
• Adhere to Company protocols for operational guidelines and stock management, including cash handling, inventory, logistics, and all primary reporting activities required by the head office, ensuring that Company policies and procedures are effectively implemented.

Qualifications:

• Harrods store approval required.
• At least 2/3 years of experience in sales field; luxury retail and/or beauty preferred.
• Proficiency in English, any other languages is a plus.
• Ability to work in a fast-paced and dynamic environment.
• Demonstrated skill in establishing enduring relationships with both Client and colleagues.
• Excellent written and verbal communication skills.
• High level of flexibility and ability to problem solve.
• Demonstrated capability to achieve and exceed both individual and store performance targets.
• Team player with interest in actively collaborating with colleagues.
• Familiarity with selling ceremony and Client journey/discovery process could be a plus.
• Strong customer service skills.
• Capability to work a flexible schedule according to business requirements, including evenings, weekends, and holidays.